Statement of Intent - 2004 - Part 2

Performance objectives Output Class 7 - Assessment and Collection of Child Support - pages 73-75

OUTPUT CLASS 7 - Assessment and Collection of Child Support

Description
This output class involves:

• informing people of their entitlements and obligations under the law
• assessing liabilities
• banking payments
• disbursing payments to custodians
• managing debt and taking necessary action against those who do not comply with the law
• providing an administrative process for reviewing assessments that is inexpensive and readily accessible to custodians and paying parents.

Output 7.1 Customer information services

Description
This output involves responding to customer enquiries and providing advice and information on child support matters.

Quantity
Action between 930,000 and 980,000 (960,000 and 1,010,500) customer contacts.

Quality
In all cases we aim to give an answer that is correct, complete, clear, timely and appropriately referenced. The answer should also show an understanding of the business environment. This year we aim to improve our performance in this area by 5% from our 30 June 2004 result.

Timeliness
70% of all phone calls will be answered within 30 seconds, except on days where the total volume of calls exceeds 3,500. For the days when total calls exceed 3,500:

• the average speed-to-answer will be less than, or up to 3 minutes, and
• callers will be advised of the potential delay and offered alternative services.

Issuing a substantive response for:

• 85% of correspondence within 2 weeks
• 100% of correspondence within 6 weeks

of receipt by Inland Revenue.

Output 7.2 Registration and assessment

Description
This output involves the registration and assessment of new child support customers together with issuing annual assessments and reassessments to paying parents.

Quantity
Process between 52,250 and 55,000 (50,800 and 53,500) applications for child support.

Quality
All assessments issued are correct on the basis of the information provided.

Timeliness
Issue assessments to:

• 70% of paying persons within 2 weeks
• 95% within 6 weeks

of receipt of the properly made application.

Output 7.3 Collection of payments

Description
This output involves collecting and banking child support payments from paying parents.

Quantity and timeliness
Collect 80% of child support assessments for the year ended 31 March 2005 by 30 June 2005.

65% (63%) of assessed paying persons will pay their whole liability by the due date.

Output 7.4 Disbursements to custodians

Description
This output involves the disbursement of child support payments to custodians.

Quality and timeliness
Make 95% of identified payments received by the due date (20th of the month) to custodians on or before the 7t day of the following month.

Disburse the balance, and any previous payments received prior to the 7th day of the following month, by the 20th of that month.

Output 7.5 Management of debt

Description
This output involves all activities associated with the recovery of overdue child support payments. It includes taking appropriate action against non-compliers within the child support law.

Quantity, quality and timeliness
Collect 90% of total assessments relating to years before 31 March 2004 by 30 June 2005.

The rate of growth of total debt (excluding penalties) from 1 July 2004 until 30 June 2005 will be no more than 12% (15%).

55% (50%) of liable parent debt cases will be cleared within 3 months from the end of the month that they are identified as a new arrears case.

Reduce by 2% the number of paying persons in debt.

Output 7.6 Child support administrative reviews

Description
This output involves providing an administrative process for reviewing child support assessments that is inexpensive and readily accessible to child support custodians and paying parents.

Quantity
Complete between 4,600 and 4,850 (4,800 and 5,000) applications for administrative review of child support assessments.

Quality
We will issue:

• 90% of administrative review decisions within 7 weeks
• 100% within 10 weeks

of receipt of the application.

Cost
During 2004-05, this output class will be provided within the appropriated sum of $68,311,000 (GST-inclusive).

Year (Budget)	Revenue Crown GST-excl $000	Revenue other GST-excl $000	Total revenue GST-excl $000	Cost   GST-excl $000	Cost   GST-incl $000
2004-05	60,477	244	60,721	60,721	68,311
2003-04	55,195	267	55,462	56,179	63,112
2002-03	50,643	227	50,870	50,870	57,229

During 2004-05, the costs of outputs (GST-exclusive) to be supplied within this class are:

Customer information services	$6,149,668
Registration and assessment	$14,826,772
Collection of payments	$11,192,394
Disbursement to custodians	$1,861,262
Management of debt	$24,403,266
Child support administrative reviews	$2,287,638

 

 

 

Date published: 16 Nov 2004

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